Soft Skills
They help us interact effectively with others. They are related to personality, behavior, and emotional intelligence.
What are Soft Skills?
You demand the attention of other people, and they want to listen to you! If you constantly second guess yourself and/or use excessive filler words, it gives the impression that you don’t know what you’re doing.
What is Practice Confidence?
A response that shows you accept and respect another person’s feelings and point of view, even when you don’t agree with them.
What is Validation?
An increase in the intensity or seriousness of something; an intensification.
What is Escalation?
Credibility is diminished when there is a lack of knowledge.
For the customer to accept a “no,” the person has to understand the reason behind it and feel it is legitimate.
Statements such as, “I don't know,” raise the alarm for supervisory assistance.
Why is a Call Escalated?
Providing amazing customer service is what we strive for and it’s good for business. More importantly, it’s good to develop a solid professional relationship with the people we help every day.
What is Connectedness?
When the member isn't clear of what their needs are and what they are calling for.
What is Ask Questions?
Show you’re listening by reiterating what they said. Use descriptive language, such as “I hear you. You’re upset because your order has not been delivered ” rather than judgmental language.
What is Reflection?
Take a deep breath. Release slowly.
Pause before you speak.
After the interaction, stand up and stretch. Doing something physical can help.
Smile! Scientific studies show that smiling can actually make you feel better.
What is Stress Management Techniques?
Sometimes we are unable to provide a solution right a way. In situations where we have to reach out to a different department or research a complex issue, advise the member what you are going to do and give them a timeframe.
What is Follow Through? (Follow Up)
Focus on the caller and what they are saying. If you’re distracted, you might miss important information and the customer will know you weren’t listening.
What is Active Listening?
Explaining ASEA terms/phrases, giving complete & accurate information, and maintaining good volume, tone & pace are great examples.
What is Clear Communication?
Communicate in a way the other person is feeling based on their experience or perspective and that others in their situation might feel similarly.
What is Normalize?
When the customer pauses, recap and ask for confirmation on the issues they have brought to your attention.
This shows the customer that you listened and that you understand the issue. It will also give the customer a chance to clarify if there was any misunderstanding.
What is to Paraphrase?
Most of the time, the customer will be vocal about what’s upsetting them. Let the customer vent.
Don’t cut them off! Use words like “I see,” or “Go ahead.” We need to pay attention and then respond based on what is upsetting them.
What is to Listen?
____________ can help you reference all the information that the customer gave you like their name, ID number, why they are calling, etc.
What is Taking Notes?
What is Positive Attitude?
Ask questions to ensure you are hearing what the other person intended to say.
What is Clarification?
Try to listen to your own tone of voice to make sure you’re not escalating the issue with an angry customer.
Don’t let yourself be confrontational to match the customer; it makes the customer more argumentative and more agitated.
What is to Remain Calm?
You keep control of your live chat or phone call, and confidently steer the conversation towards a resolution.
Consider and respect both your customer’s feelings and needs as well as your own.
Be kind, but firm - coupling compassion with resoluteness.
What is to Be Assertive?
Speaking over someone is impolite and can make the caller feel like you don’t care about what they have to say. Redirect their attention: either task on hand or positive note to end the conversation.
What is Do Not Interrupt?
Examples of Active Listening, Acknowledge & Connect, and providing VIA gifts.
What is Empathy?
Show that you recognize and acknowledge the customer’s feelings, and that you’re not trying to argue with them.
Example: “I understand how frustrating this can be. I am sorry that happened and I would be frustrated too.”
What is to Show Empathy & Apologize?
Be sure to be honest about what you can (or cannot) do for the customer.
If they don’t understand the first time, you may need to slow down and repeat yourself to ensure they are understanding the information.
What is Clear Communication?
The expectation from leadership is that you are here to assist Associates with answering their questions; you are not here to be abused by them.
If you experience personal attacks (cursing, saying you shouldn't work here, being rude, etc.) you can calmly explain that you are trying to resolve the situation professionally, but they need to be professional as well or you will disconnect the call.
What is a Belligerent Customer?